Senior Customer Services Manager

The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £5billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.

This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.

This is a high-impact role within the Corporate & Strategic segment, offering a high-profile opportunity to work closely with key teams and stakeholders across the nBS business. As Senior Customer Services Manager, you will lead a high-performing team of approximately 55 FTE, fostering a progressive and supportive environment where people can thrive and deliver outstanding service to our most significant business customers—including FTSE 100 companies, major public sector organisations, and Third Party Intermediaries.

We’re looking for someone with strong experience in a customer-facing leadership role. Beyond core team leadership and customer service excellence, the role also involves ownership of customer journeys and processes, oversight of cash and debt collection, ensuring regulatory compliance, and delivering complex change initiatives—all while maintaining a laser focus on critical KPIs.

This is an exciting opportunity for an energetic and driven professional ready to take the next step in their career. You’ll play a pivotal role in shaping customer experience and driving results in one of the world’s leading energy providers—gaining deep industry knowledge and broadening your skills as we navigate a dynamic and evolving energy landscape.

Key responsibilities

• Lead and manage a team of 7 direct reports, overseeing a total team of 55, with a strong emphasis on leadership, coaching, and development.
• Champion a people-first culture that prioritizes well-being, fosters high performance, and builds team pride and engagement.
• Take a lead role in resolving complex customer issues and high-level escalations, often engaging with C-suite stakeholders.
• Deliver accurate and timely cash flow forecasts for key Strategic Customers and Purchase Bill Outs (PBOs).
• Serve as a central point of contact for all customer-related matters, ensuring internal teams operate with a "Customer First" mindset and that the customer's voice is consistently represented in decision-making.
• Achieve and maintain performance across all key operational metrics, including query resolution, call handling, and unbilled activity.
• Act as Customer Journey Owner for Complaints and Queries, driving continuous improvements through enhanced data use and stronger controls to improve service delivery.
• Maintain a relentless focus on service quality by leveraging customer insights and continuously developing team capabilities to elevate our customer proposition.

• Strong team management and leadership experience.
• Previous Account Management, Sales, or Business Development experience within the energy industry or larger B2B.
• A demonstrable passion/advocacy for Customer Service and putting the customer first.
• A proven record of managing challenging customers, and able to act with credibility in front of energy experts within the industry.
• Excellent organisation and communication skills.
• Capability to focus on continuous improvement in a constantly changing environment.
• Clear delivery focus to maintain and improve performance across a number of KPI's covering a wide range of activities.
• Experience and knowledge of the UK Energy industry is highly desirable.